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Phone calls
Communication Panel provides tools to handle inbound and outbound phone calls.
Recordings
If your administrator has configured call recording, you can access the recordings through the History view.

Phone calls
Communication Panel provides tools to handle inbound and outbound phone calls.
- Transfers, consulting, and conferences
- Create and manage callbacks
  Customers may leave the callback request instead of waiting in the queue. This is possible when a callback is enabled in a queue. When an agent accepts the request, an outbound call is made to the customer. Agents can also create callback requests.
- Voicemails
- Dial pad
- Simultaneous ring mode (SRM)
- Video assistance
  With video assistance, you can invite the customer to share video from their mobile device during a phone call.
- Live transcription and AI analysis
- Recordings
  If your administrator has configured call recording, you can access the recordings through the History view.

Recordings

If your administrator has configured call recording, you can access the recordings through the History view.

If a phone call includes a recording, you'll see the recording icon in the Additional activities column .

Recording may happen automatically or you may need to start it manually, depending on your configuration.